Job Description

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

SERVICES ENGAGEMENT DIRECTOR

Position Purpose

The Services Engagement Director is responsible for driving Professional Services bookings and revenue in assigned accounts and/or prospects, while creating and fostering relationships with all levels of stakeholders in new and existing customers.
For the assigned portfolio of accounts, the Services Engagement Director should work on maintaining key relationships, identifying new business opportunities, creating Professional Services business development strategy, and negotiating and closing services deals. This position will have quarterly financial targets (bookings and project profitability) that must be met for the organization to attain projected revenue and build consulting services backlog.

Key Responsibilities

The Services Engagement Director will define strategies, account plans and work directly with customers to understand customer needs, challenges, and expected business outcomes and provide them with Professional Services solutions. The Services Engagement Directors will work with internal teams along the Sales Process to ensure the customer is provided with the best solutions to meet their needs.

Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):

• Create and drive bookings and revenue within a specified region or list of named accounts by developing strategic business plans
• Understand and follow the guidelines of the PS Strategy and ensure alignment with the regional objectives.
• Manage relationships with sales executives and sales leaders in the region to co-create strategies to sell more services, understanding the needs and particularities of the region.
• Meet and exceed all quarterly and annual financial targets
• Through the entire sales cycle the SED should work on:
  • Understand key business challenges and required outcomes for customers
  • Effectively articulate the value proposition of the Genesys solution and recommend Professional Services to customers to achieve customer’s business outcomes.
  • Understand the entire customer journey and the different project stages including challenges and customer expectations. Position Professional Services entire portfolio to cover customer needs
  • Work on effort estimation and cost/price definition
  • Prepare customer detailed proposal and SOW
  • Position and explain value proposition, project deliverables and other details. Resolve concerns, negotiate and close the deal.
• Align with other functions through the sales cycle – from contacting the customer through the retain and grow phases.
• Maintain extensive knowledge of current market conditions and customer buying strategies to negotiate and close business deals
• Ensure 100% customer satisfaction and retention
• Build and maintain strong, long-lasting customer relationships including trusted advisor relationship with key customer stakeholders and executive sponsors
• Ensures they are constantly up to date on the Genesys product and Professional Services offerings

Required Qualifications

• 5+ years of sales experience in a similar role
• Cloud or Saas based experience, particularly selling services for Cloud Platforms, including migrations from premises and AI related services.
• Ability to support sales cycle, with a track record of successful booking and revenue attainment
• Proven experience understanding customer needs and being able to articulate solutions
• BS or BA degree or equivalent work-related work experience
• Knowledge or experience of project delivery methodologies and environments is highly desired, particularly Agile Methodology.
• Proven experience communicating, negotiating, and closing with executives and stakeholders. Experience selling at all levels, including the "C" level
• Fluent English
• Genesys solutions knowledge will be a plus

Additional Abilities

• Strong ability to build and grow internal and external relationships
• Excellent interpersonal, presentation skills – written, verbal and digital
• Ability to travel up to 50%
• Ability to work independently & as part of a team in a fast pace, rapid change environment
• Superior professional presence and business acumen
• Strong account planning and management skills, including mature negotiation skills
• Ability to thrive in a dynamic, fast-paced environment
• Positive attitude and high willingness to learn and share knowledge with coworkers

Genesys Skills and Competencies

• Analytics Mindset
  • Translate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)
  • Foundational Product Skill
  • Understands how the adoption of products relates to key business outcomes - Ability to prescribe the adoption and use of product features/functionality and related services to the achievement of key customer business outcomes
• How we Think

o Customer Focus – Building strong customer relationships and delivering customer-centric solutions

o Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders

o Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needs

• How we Own It

o Ensures Accountability – Holding self and others accountable to meet commitments

o Plans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goals

o Action oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm

• How we Interact

o Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

o Manages Conflict – Handling conflict situations effectively with a minimum of noise

o Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control

o Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

o Organizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamics

• How we Show Up

o Instills Trust – Gaining the confidence and trust of others through honesty, integrity and authenticity

o Situational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

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Be the one building what's next - where AI, experience and impact come together.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.